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Ganjar Hergiandari C13.2019.00270. 2023. The Role of Room Attendants Improving the Quality of guest room comfort at the Artotel Gajahmada Semarang Hotel. Hospitality Management Applied Undergraduate Study Program, Faculty of Cultural Sciences, Dian Nuswantoro University.This final project aims to explain the role of a Room Attendant, especially in the Housekeeping department in supporting operations. A Room Attendant has duties and responsibilities in working on guest rooms, by providing the best quality of room comfort for hotel guests at Artotel Gajahmada Semarang. This research is a research that uses a qualitative approach with a descriptive type. Data collection techniques using qualitative research methods for the data collection process are obtained through interviews, observation, and documentation, to obtain the correct data. The research results obtained show that the comfort of guest rooms is supported by three things, namely tidiness, beauty, and completeness. By implementing these three things, it will make guests feel comfortable and at home while staying at the hotel at Artotel Gajahmada Semarang.

This final project aims to describe the collaboration of laundry section with front office department and describe the constraints that occur between the collaboration of the laundry section and the front office department in conducting  guest laundry billing process at the Tentrem Hotel Semarang. The existence of cooperation constraints between the Front Office and Housekeeping raises problems that can cause guest complaints. Therefore, it is necessary to have good quality cooperation between the front office and the laundry department in order to reduce work errors and guest complaints. The research method used is descriptive qualitative method through observation, interviews and retrieval of documentation. The results showed that the collaboration between the laundry section and the front office department went well and smoothly. With the laundry working closely with the front office department to provide information related to guest information that performs laundry services, namely ensuring communication between the front office department and the laundry runs smoothly including information given to guests regarding the clothes they are washing, ensuring there is no damage to guest clothes, always ensuring that laundry delivery to guests is correct and according to guest wishes, the Front Office provides complete information about rooms that benefit from free laundry and laundry Packages. In addition, the Laundry Section cooperation with the Front Office Department in carrying out the Billing process runs according to standard operating procedures. The procedures carried out involve guests, Laundry Attendant, Receptionist and Guest Service Center. In the guest laundry service, then the collaboration also involves Finance to finalize payments.

This study aims to identify and explain the efforts that can be made by linen attendants in handling guest complaints in accordance with the standard operational procedures at the Chanti Semarang Hotel. The data collection methods used in this study are observation, interviews, and documentation so that the data obtained about handling guest complaints will be accurate. The research findings are problems found related to linen that has spots or stains, linen that is damaged or torn, linen that is yellowing. Room attendants are parties who are also responsible and can help maintain linen cleanliness. Efforts that a linen attendant can make to handle guest complaints, whether in terms of efforts to improve deficiencies or efforts to prevent and minimize the occurrence of complaints from guests, so that linens with stain and damage problems can be resolved optimally and can be reused for operations. The conclusion that can be drawn is that if all work is carried out according to standard operational procedures, it will guarantee the smooth operation of the hotel. If problematic linen is optimally resolved, it will have a big impact on the satisfaction of the guests staying, thus reducing the possibility of complaints.

Room Attendant adalah jabatan di dalam departemen housekeeping yang bertugas untuk membersihkan kamar dan memperhatikan kerapian dan kelengkapan kamar sebelum digunakan oleh tamu hotel. Tujuan penelitian adalah untuk mengetahui peran Room Attendant dalam meningkatkan pelayanan kepada tamu di The Alana Hotel & Convention Center Solo. Penelitian ini menggunakan teknik penelitian deskriptif kualitatif. Penelitian ini menggunakan teknik pengumpulan data melalui observasi, wawancara, dokumentasi dan studi pustaka. Sampel yang digunakan adalah 5 staf dan 5 tamu dan dianalisis menggunakan teknik triangulasi data. Data yang diperoleh menyatakan bahwa peran petugas kamar yang meliputi peran, peningkatan pelayanan serta kendala & solusi sudah baik, dibuktikan dengan wawancara bahwa sebagian besar tamu merasa puas. Dari hasil pembahasan dapat disimpulkan bahwa peran Room Attendant di The Alana Hotel & Convention Center Solo sudah cukup baik meliputi peran, peningkatan pelayanan, serta kendala & solusi.